The Volunteers Behind Digital Independence

It’s a far cry from the fanfare of 2015, when the service launched as ‘Online Today’, backed by a £5.8 million lottery grant. Back then, volunteers crisscrossed Scotland through workshops, surgeries, one-to-one sessions, even home visits, with tens of volunteers- teaching people with sight loss to navigate the internet, use smartphones, tablets, and computers.

Now, the Tech Hub is quieter, smaller, but no less vital. With just a few dedicated volunteers, it opens once weekly, helping customers one-on-one. Whether it’s setting up a new tablet, enabling screen readers, discovering useful apps, or troubleshooting stubborn devices, the service is a lifeline for people living with sight loss, helping them stay connected and independent in a digital world.

Over the years, the service has been known by many names, opening as Online Today, then Technology for Life, and now the RNIB Tech Hub. The decade-old service even persevered through the pandemic, temporarily switching to a phone service. “But nothing beats sitting down together and showing someone in person,” says Richard, one of just a handful of volunteers for the service.

Richard, who has been volunteering almost since the hub began, reflects on what keeps him coming back. “Anyone can use a phone or tablet,” he says, “it’s just about finding the right way for them.”

He gestures toward Hilary’s tablet, where she’s now navigating the screen with growing confidence. “Seeing someone happy at the end of a session, that’s the main thing,” he adds, a quiet pride in his voice. Each interaction, he explains, is a chance to solve a challenge. “Some people like puzzles; this is a puzzle for me - I’m not very good at crosswords, but if someone comes in with a tech problem, it’s a bit of problem-solving for me.”

It’s this combination of patience, dedication, and a genuine connection to people that has earned Richard recognition. He was recently awarded for his volunteering, a formal nod to the quiet, transformative work he does week after week. But for him, the real reward is watching the small victories unfold, seeing someone who once struggled with technology leave the session smiling, and a little more independent than when they arrived.

Hilary has been coming to the tech hub on and off for years. “The one-to-one support is exactly what I need,” she says. “And Richard knows how to explain things when you can’t see- other support or classes are always for sighted people.”

She has been losing her sight for a few years, “It’s been gradual so I’ve gotten used to it, but now I don’t have any central vision. But I get by,” Hilary says.  “I have an iPad, and more recently, a smart phone, but it’s always quite daunting. But Richard makes it enjoyable, and I know I can always come back. He’s showed me how to add my contacts, and how to use the AI assistant that I can speak to. I’m much more confident now.”

Richard steps back, letting her explore, offering guidance only when needed. “It’s the little things that make the biggest difference,” he says. “A shortcut, an adjustment, or showing someone an app that changes their day, that’s why we do this.”

Over the years, countless people like Hilary have walked through the Tech Hub’s doors, leaving with a functioning device, confidence and autonomy. Outside the room, the work may go unnoticed, but in these moments, the impact is clear. As Hilary finishes up, chattering away to Richard, the session is finished- a simple, shared triumph between volunteer and customer, and a reminder of what patience, guidance, and persistence can achieve.

For support with technology, you can contact the RNIB Tech Hub team via the Helpline on 0303 123 9999 (choose option 3, then option 4 to speak to a Digital Skills Adviser), or find more information on our technology page.